If you want to raise the bar on creating memorable customer experiences, then this book is your roadmap." --Valerie Willis, VP, Tom Peters Company
The core premise is that whether you have 10 or 10,000 staff members in your organization, leaders have a foundational responsibility to ensure that workers at all levels are well prepared and informed to understand their influence on customers.
If you are ready to explore the power of moment by moment, person by person customer engagement, this is a quick and rich guide to ways to stretch your thinking and stretch the impact all staff can have to exceed the expectations and imagination of current and new customers.
Diane S.Hopkins has been described as a "re-inventor" of the influence a marketer can have on an organization. She has served as a Chief Innovation, Marketing and Experience Officer in the healthcare industry for over 20 years leading teams that broke new ground in all three areas. She is co-author of the book, Wake Up and Smell the Innovation and author of the book, Unleashing the Chief Moment Officers. She consults with healthcare and non-healthcare businesses on exceptional experience and innovation culture strategies including DuPont, Freedom HealthWorks, Laerdal, Beacon Health System, Atlantic Health System, Vynamic, HealthAware and Saint Gobain. She is a founding faculty member at the University of Notre Dame Innovation Mentor Program and teaches at the Pennsylvania College of Health Sciences.
Customer Experience Strategy must be aligned with who and how you hire and retain staff. There are many ways to enhance this alignment and new ways of interviewing can greatly increase the chances of delighting customers in the future.
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Don’t interview candidates, audition them. Many companies are now learning more about how a candidate can shine when placed next to other candidates vying for a new position. Group interview sessions allow you to see who is the most self-assured and comfortable with surprises.